ITIL - Service Desk Specialist
GE Corporate - Cincinnati, OH

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GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.

The ITIL Specialist role is a key member of our ITIL Service Desk primarily focused on Outage Management leadership for our most critical incidents. In this role the successful candidate must be able to work in a high pressure, heavily matrixed organization of system, infrastructure, and operations support staff to deliver highly available systems and services globally to the GE Businesses supported by ISS.

Essential Responsibilities
  • Proactively lead and drive outages to quick service restoration
  • Maintain control of the outage triage during high pressure situations
  • Actively direct all aspects of the outage bridge line and chat, with sense of urgency, to ensure effective resource management and service restoration
  • Ensure timely engagement of essential technical support teams / personnel
  • Send outage notifications and ensure content is complete, relevant to the audience and concise
  • Maintain operational process consistency across IT technologies
  • Perform ITIL analysis and apply ITIL best practices
  • Provide support and leadership for all severities of incident tickets
  • Provide updates and escalate to internal management according to process
  • Manage projects

  • Bachelor’s Degree in Information Systems

    Additional Eligibility Qualifications
    GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

    Desired Characteristics
  • Minimum 3 years of IT experience in a Service Desk environment
  • ITIL certification or working knowledge
  • Comfortable with communicating and presenting at all levels, including senior leadership
  • Broad understanding of IT Infrastructure
  • Understanding of Infrastructure support processes
  • Data driven leveraging Six Sigma methodology for defect remediation and implementation of control processes
  • Action / Results Oriented, Ability to make recommendations on the fly in a rapidly changing environment
  • Self-directed and motivated - able to work independently
  • Ability to identify and prioritize tasks, often in time sensitive situations
  • Basic knowledge of Six Sigma
  • Basic knowledge of ITIL Service Management
  • Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
  • Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources
  • Demonstrated customer focus – evaluates decisions through the eyes of the customer, builds strong customer relationships and creates processes with customer viewpoint
  • Strong analytical skills – strong problem solving skills, communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve.
  • Change oriented – actively generates process improvements, supports and drives change, and confronts difficult circumstances in creative ways

    Section 19 Job

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